Terms and Conditions
Man with Van Hackney Terms and Conditions
These Terms and Conditions set out the basis on which Man with Van Hackney provides removal and related services to private and business customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Man with Van Hackney providing removal, transport and related services.
Customer means the person, firm or organisation booking or using the services of the Company.
Services means any removal, delivery, collection, loading, unloading, packing, storage, clearance, or associated work carried out by the Company.
Goods means all items, boxes, furniture, personal belongings, equipment or materials in respect of which the Company provides services.
Service Address means any property, premises, site, or location at which the Company performs services, including collection and delivery addresses.
2. Scope of Services
The Company provides man and van removal and transport services, including the collection and delivery of Goods between Service Addresses, together with optional packing, loading and unloading services as agreed at the time of booking.
Unless expressly agreed in writing, the Company does not provide professional disconnection or reconnection of appliances, dismantling or reassembly of specialist items, or work requiring qualified trades such as electricians, gas engineers or plumbers.
The Company reserves the right to refuse the handling, movement or transport of any Goods that in its reasonable opinion are unsafe, prohibited by law, excessively heavy, inadequately packed, or likely to cause damage or injury.
3. Booking Process
All bookings must be made directly with the Company. The Customer is responsible for supplying accurate and complete information at the time of booking, including but not limited to collection and delivery addresses, access details, parking arrangements, the nature and approximate volume of Goods, and any special handling requirements.
Any quotation or price indication provided by the Company is based on the information supplied by the Customer. If the information is incomplete or inaccurate, the Company reserves the right to adjust the price or refuse to proceed with the service.
A booking will only be considered confirmed when the Customer has explicitly accepted the quotation and the Company has acknowledged the booking. The Company may, at its discretion, require a deposit or prepayment to secure the booking.
The Customer must notify the Company promptly of any changes to the booking, including changes to dates, times, addresses, access conditions, or the volume or type of Goods. Changes may affect availability and pricing and are subject to the Company’s agreement.
4. Quotations and Pricing
Quotations are normally provided on an hourly rate or fixed price basis, as agreed with the Customer. Quotations are valid for a limited time period as stated by the Company and may be withdrawn or amended before acceptance.
Unless expressly stated otherwise, quoted prices do not include parking charges, congestion or clean air zone charges, tolls, ferry charges, or any other third party fees. Such costs, if incurred, will be added to the final invoice and are payable by the Customer.
If the service exceeds the estimated duration due to circumstances beyond the Company’s control, including but not limited to delays caused by the Customer, access problems, waiting time, or additional Goods, the Company may charge for additional time or resources at its standard rates.
The Company reserves the right to apply reasonable surcharges for services carried out during evenings, weekends, bank holidays, or at short notice, as well as for services involving unusual access conditions such as long carries, multiple flights of stairs or lack of lift access.
5. Customer Responsibilities
The Customer must ensure that adequate and lawful parking is available for the Company’s vehicle at all Service Addresses. Any penalties, fines or charges incurred as a result of inadequate or illegal parking instructions from the Customer may be added to the Customer’s invoice.
The Customer is responsible for ensuring that all Goods are properly packed, secured and ready for transport, unless the Company has agreed to provide packing services. Fragile, valuable or delicate items must be clearly identified and, where appropriate, separately packed and labelled.
The Customer must ensure that access to and within each Service Address is safe, clear and suitable for the removal of Goods, including adequate space for the movement of large items. The Customer must inform the Company of any access restrictions, narrow stairs, low ceilings, or other potential obstacles.
The Customer, or an authorised representative, must be present during loading and unloading to provide instructions and to ensure that all Goods are correctly collected and delivered. The Company is not liable for any loss or error arising from the absence of the Customer or their representative.
6. Payments and Charges
Unless otherwise agreed in writing, payment for services is due immediately upon completion of the job. The Company may, at its discretion, require full or partial prepayment before commencing the service.
The Company accepts payment by methods agreed with the Customer in advance of the service. All payments must be made in the currency specified by the Company and without deduction, set off or counterclaim.
If payment is not made when due, the Company reserves the right to charge reasonable interest on the outstanding amount and to recover all costs and expenses incurred in obtaining payment, including any legal or collection fees.
For business Customers, the Company may agree to provide services on account terms, subject to credit approval. In such cases, payment is due within the period specified on the invoice. Late payment may result in suspension of services and withdrawal of any credit facilities.
7. Cancellations and Amendments
The Customer may cancel or amend a booking by providing notice to the Company. The notice period and any applicable cancellation charges depend on the timing of the cancellation as set out in this clause.
If the Customer cancels more than 48 hours before the scheduled start time, any deposit paid may be refunded or credited, less any non recoverable costs incurred by the Company.
If the Customer cancels within 48 hours but more than 24 hours before the scheduled start time, the Company reserves the right to retain part or all of any deposit and may charge a reasonable cancellation fee to cover allocated resources and lost opportunity.
If the Customer cancels within 24 hours of the scheduled start time or fails to be available at the agreed time and place, the Company may charge up to the full quoted price, including any additional costs incurred.
Where the Customer requests changes to the date, time or scope of the service, the Company will use reasonable efforts to accommodate the request but cannot guarantee availability. Changes may result in revised pricing, and any additional costs are payable by the Customer.
8. Delays and Access Issues
The Company will use reasonable efforts to arrive at the agreed time but cannot be held liable for delays caused by traffic, weather, road closures, accidents, vehicle breakdowns or other circumstances beyond its reasonable control.
If the Company is delayed for reasons outside its control, the Customer remains responsible for payment for time spent on site and any additional time reasonably required to complete the service.
If the Company is unable to commence or complete the service due to inadequate access, unsafe conditions, or the absence of the Customer or their representative, the Company may treat the booking as cancelled by the Customer and apply the relevant cancellation charges.
9. Liability for Loss or Damage
The Company will exercise reasonable care and skill in handling, loading, transporting and unloading Goods. However, the Company’s liability is subject to the limitations set out in this clause.
The Company will not be liable for any loss or damage arising from the following: inherent defects in Goods including wear and tear, scratching or denting of items that were not adequately protected or packed by the Customer, Goods packed by the Customer in unsuitable containers, disassembly or reassembly carried out at the Customer’s request, or the movement of items which the Company advised could not be safely moved.
The Company will not be liable for loss or damage to cash, jewellery, watches, valuable documents, data, artworks, antiques, collections, or other high value items, unless these have been expressly declared to and accepted in writing by the Company prior to the service and appropriate additional cover has been agreed.
In all cases, the Company’s total liability for loss of or damage to Goods, whether arising in contract, tort or otherwise, shall be limited to a reasonable and proportionate sum taking into account the value of the service and the Goods, subject to any specific limitations communicated by the Company to the Customer.
The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of use, loss of opportunity or loss of enjoyment, arising out of or in connection with the services.
10. Claims and Time Limits
The Customer must inspect Goods and premises immediately upon completion of the service. Any visible loss or damage must be notified to the Company as soon as reasonably practicable and documented wherever possible.
Any claim for loss, damage or other issues arising from the services must be submitted to the Company within a reasonable time period. The Customer should provide detailed information about the nature of the claim, including descriptions of the items affected and supporting evidence such as photographs or receipts, where available.
Failure to notify the Company of a claim within a reasonable period may prejudice the Company’s ability to investigate and may affect the outcome of the claim.
11. Excluded and Hazardous Items
The Company will not handle or transport items that are illegal, hazardous, explosive, flammable, toxic, corrosive, perishable, or otherwise unsuitable for transport in a standard removal vehicle. This includes but is not limited to gas cylinders, fuel containers, chemicals, paints, solvents, firearms, ammunition, and controlled substances.
The Customer is responsible for ensuring that none of the Goods presented for removal fall into these categories. If such items are discovered, the Company may refuse to handle them, remove them from the vehicle, or notify the appropriate authorities where required by law.
The Company will not be liable for any loss, damage or liability arising from the presence of prohibited items among the Goods.
12. Waste and Disposal Regulations
The Company is not a licensed waste carrier for general household or commercial waste unless expressly stated. The Company cannot remove or dispose of waste materials, rubbish, or items designated as waste under applicable regulations, except in accordance with relevant waste laws and licensing requirements.
The Customer must not request the Company to dispose of waste unlawfully, to fly tip, or to leave items in locations where disposal is not permitted. The Company reserves the right to refuse any request that may breach waste or environmental regulations.
Where the Company agrees to remove items for disposal, this will be on the basis that such items are suitable for lawful disposal through licensed facilities, and that any additional disposal charges, including recycling or tipping fees, will be payable by the Customer.
The Customer remains responsible for ensuring that any items designated for disposal do not contain hazardous materials and are safe to handle. The Company may decline to remove items that appear unsafe or contaminated.
13. Insurance
The Company maintains appropriate insurance cover for its vehicles and public liability as required by law. Details of insurance cover relating specifically to the services provided may be made available to the Customer on request.
The Customer is encouraged to maintain their own contents or business insurance to cover Goods in transit and any specific risks beyond the Company’s standard insurance and liability limitations.
Where additional cover is offered by the Company, this will be subject to separate terms, conditions and charges, and the Customer must provide accurate declarations regarding the nature and value of the Goods.
14. Force Majeure
The Company will not be liable for any delay, failure or inability to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, lockouts, industrial disputes, accidents, road closures, civil unrest, or acts of government or public authorities.
In such circumstances, the Company may suspend or reschedule the services and will use reasonable efforts to minimise disruption. Any additional costs reasonably incurred may be charged to the Customer.
15. Data Protection and Privacy
The Company will collect and use personal information provided by the Customer for the purpose of arranging and delivering services, processing payments, and managing bookings and enquiries.
The Company will take reasonable steps to protect personal data from unauthorised access, misuse or loss and will only retain such data for as long as necessary to fulfil its obligations and comply with legal requirements.
The Customer has the right to request access to personal information held by the Company and to request corrections where data is inaccurate.
16. Complaints and Dispute Resolution
The Company aims to provide a professional and efficient service. If the Customer is dissatisfied with any aspect of the service, they should raise the issue with the Company as soon as possible so that it can be addressed promptly.
The Company will investigate complaints in good faith and seek to resolve them through communication and, where appropriate, reasonable remedial action.
If a dispute cannot be resolved informally, either party may pursue its legal remedies as provided by the governing law and jurisdiction specified in these Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter, including any dispute relating to the provision of removal and man and van services.
18. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the services, and supersede any prior understandings, representations or agreements, whether oral or written, relating to the same subject matter.
The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Customers are advised to review the current Terms and Conditions prior to making a booking.
